Core concepts
Learn the main parts of Vivollo and how they work together.
You only need a few concepts to understand how Vivollo works.
| Concept | What it means |
|---|---|
| Channel | Where customers contact you, such as WhatsApp, Instagram, or your website |
| Collection | The products, policies, FAQs, or other information Vivollo can search |
| Assistant | The AI's instructions, tone, model, knowledge, and available tools |
| Flow | The path a conversation follows |
| Action | One step in a flow, such as sending a message or calling an API |
| Guardrail | A rule that checks or blocks unsafe content |
| Conversation | The messages and customer context shown in the inbox |
| Insight | A trend, topic, or knowledge gap found across conversations |
How they work together
When a customer sends a message:
- The message arrives through a channel.
- A flow decides what should happen next.
- The flow runs one or more actions.
- An assistant can search a collection or use a tool to answer.
- Guardrails check the content where configured.
- The full conversation appears in the inbox.
- Insights help you understand patterns across many conversations.
A simple example
Suppose a customer asks for a black shoe in size 38:
- WhatsApp is the channel.
- The product catalog is the collection.
- The assistant searches the catalog.
- The flow sends the results as a carousel.
- Each block in that flow is an action.
- The exchange is stored as a conversation.
You can start with a simple flow and add more steps only when you need them.